Job Openings Operations Control Tower

About the job Operations Control Tower

About Us

BukuWarung is SEA's fastest-growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business — starting with digital bookkeeping, online storefront, and payments. BukuWarung's vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.

BukuWarung is backed by top-tier VCs globally: Peter Thiel's Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard, etc.

Job Overview

We are looking for an experienced Operations Control Tower on a 6-month contract to act as the cross-functional triage and resolution coordinator during BukuWarung's warehouse migration. This is not a passive monitoring role — it is an active investigative seat that reads incoming escalations from sales, customer service, and internal stakeholders, runs cross-system reconciliation across the internal order management system, the warehouse vendor system, third-party logistics (3PL) tracking, and ticketing tools, and coordinates resolution across Ops, Field, Vendors, and Product.

During the migration period, two warehouse systems will run in parallel and manual coordination is required to keep merchant-facing operations stable. The Control Tower is the human bridge — surfacing risks early, closing escalation loops, and making sure no merchant ticket goes stale.

Responsibilities

1. Active Escalation Triage

  • Monitor escalation channels end-to-end: internal Slack channels, customer service ticket queues (e.g., Zoho Desk), sales escalations, and vendor WhatsApp groups

  • Read incoming threads, identify the actual issue, and route to the right PIC — distinguishing OMS issues, vendor issues, 3PL issues, and merchant-side issues

  • Own the ticket-by-ticket follow-through until resolved — no thread closes without confirmation back to the requester

  • Track aging tickets across days; surface anything past 48 hours without movement

2. Cross-System Investigation & Reconciliation

  • Cross-check the internal order management system, the warehouse vendor system, third-party logistics tracking portals, ticketing tools, and internal sales/activation systems against each other to reconstruct what actually happened

  • Detect data integrity issues — duplicated serial numbers, mis-mapped referral codes, wrong merchant-to-device allocation, status discrepancies between systems

  • Document chronology with concrete system evidence (screenshots, IDs, timestamps) so escalations land with full context

  • Escalate up with structured framing: chronology, clarification points, and explicit ask — not just "there's an issue"

3. Pre-Dispatch & Stock Hygiene

  • Daily visibility on stock readiness (devices, activation tokens, SIM cards, marketing kits) so activation isn't blocked

  • Confirm the warehouse vendor processes 100% of the daily order list; flag missed or stuck orders before SLA breach

  • Coordinate with BD and Activation team when stock is short or supplier inbound is delayed

4. Post-Dispatch Shipment Monitoring

  • Run active shipment monitoring (D+3 / D+5 / D+7 by region) and proactively chase 3PLs on near-SLA risks

  • Verify proof of delivery when merchants claim non-delivery; coordinate with the field and customer service teams for outbound calls when needed

  • Decision-support on reshipping: pick the right 3PL, document the trigger, and coordinate recall when the original is found

  • Maintain shipment monitoring trackers and aging-order logs

5. Returns & Replacement Tracking

  • Track returns end-to-end with action plans and resolution timelines

  • Coordinate with the warehouse partner and supplier on QC failures (e.g., defective replacement units arriving at the merchant)

  • Document recurring root causes — defect patterns, mishandling, mis-allocation — for SOP and supplier-improvement loops

6. Cross-Functional Communication

  • Provide daily/weekly migration health summaries to Ops, Sales, customer service, and Product

  • Bilingual communication: Indonesian for vendor/sales/merchant context; English for cross-functional and leadership escalation

  • Act as the operational reality-check during migration — surface what's actually happening on the ground vs. what dashboards show

7. Documentation & Process Improvement

  • Maintain audit trails on every escalation — who was contacted, what was checked, what was decided

  • Identify recurring issues and propose SOP updates or system fixes (e.g., duplicate serial number detection, referral code validation, proof-of-delivery verification flow)

  • Help the Warehouse Ops Lead and Migration Task Force prioritize systemic fixes vs. one-off quick fixes

Requirements

  • 4–7 years experience in operations, control tower, fulfillment ops, customer ops, or logistics coordination — ideally in fintech, e-commerce, payments, or device fulfillment

  • Strong cross-system literacy — comfortable moving between WMS / OMS / 3PL portals / CRM / ticketing tools to reconstruct what happened

  • Investigation mindset — distinguishes root cause from symptom; can spot data integrity issues (duplicates, mismapping, status mismatches)

  • Strong written communication in both Indonesian and English; can write a structured escalation with chronology + ask

  • Cross-functional coordination experience — has worked across Sales, Customer Service, Vendors, Product, and Field teams in a single resolution

  • Calm under pressure; capable of handling angry merchants and frustrated stakeholders without losing structure

  • Detail-oriented documentation — every ticket leaves an audit trail

  • Available immediately and able to commit through the full 6-month contract

Nice to Have

  • Prior control tower or operations command-center role

  • Experience supporting a system migration, warehouse cutover, or vendor transition

  • Familiarity with Zoho Desk, 3PL portals (J&T, JNE, ID Express, etc.), or warehouse vendor systems (ShipperERP, Ginee, Desty, or similar)

  • Experience with device-based fulfillment (e.g., payment hardware, IoT, or similar physical asset operations)

  • Light analytical capability — pulls data, builds simple monitoring views

Working Style

  • Investigative, not reactive — checks systems before pinging stakeholders

  • Owns the loop — closes every escalation back to the requester

  • Comfortable with multi-day, multi-stakeholder threads where context can get lost easily

  • Patient with ambiguity — migration SOPs will shift week to week

  • Cross-functionally credible — vendors and internal teams trust the follow-up

Contract Terms

  • 6-month fixed-term contract, with extension possible based on migration timeline and performance

  • On-site in Jakarta

  • Reports to: Warehouse Ops Lead


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